Yasmina Ketita

Customer Billing Support Specialist

1Password

Aug 2021 - Sep 2024 (3 years 2 months)

• Billing Specialist | Excelled in Billing and assisted customers experiencing banking and credit card issues. Helped customers migrate their data from old standalone licenses to our updated subscription model, often providing a promotion or discount as incentive to upgrade. • Third Party App Support | Helped customers who subscribed through third-party app providers through Apple/Google Play by linking accounts and providing refunds/credits • International Support | Assisted customers in different regions regarding currency, foreign exchange fees and clarifications as needed on where their data is hosted. • Tax Exemption Documentation | Performed tax exemptions for organizations and individuals that had been verified as tax exempt. •

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Inside Prospect Advisor

Goodlife Fitness Home Office

Jan 2014 - Aug 2021 (7 years 8 months)

• Marketing Call Centre | Calling customers who expressed interest in joining the gym and booking them appointments into clubs across Canada using Five9 software. • Prequalify Warm Leads | Using a Needs/Goals/Time Frame formula to entice urgency on beginning their healthy lifestyle which is then communicated to the clubs Fitness Advisors to assist them with preparing for their appointments. • Customer Phone Support | Assisted potential new members by providing information regarding club services, pricing and policies. Helped CERT Paid-in-full members that were no longer eligible for a corporate discount upon expiry and supplied discount renewal options. ○ Conducting Outreach with existing members to update on membership status, upgrade o

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Claims Specialist Administrator

Windley Ely Law Firm

Jan 2008 - Jan 2014 (6 years 1 month)

• Workers' Compensation Claims | Completed appropriate province Workers ' Compensation Board forms for employees who reported injuries to the firm by using competent grammar, spelling and accurate information. • Adjudicator and Specialist Assistant | Followed up with store managers on injured workers returning to work on sedentary duties. Contacted Claims Adjudicators at Workers ' Compensation Boards to acquire and relay injury details. Assisted the firm' s Claims Specialists by handling incoming/outgoing phone calls and emails for further information on injured workers. • Administrative Duties | Maintained all incoming mail from Workers ' Compensation Boards. Ensured employers reports, medical documentation and appeal requests are deliv

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Assistant Manager

Musicworld

Jan 2006 - Jan 2008 (2 years 1 month)

• Keyholder | Completed weekly orders and responsible for opening/closing the store. Perfected the store's cleanliness and appearance. • Manager Support | Cooperated with the manager to accomplish daily assignments. Constructed weekly schedule for all staff. Improved relations with the district manager and aided in routine tasks.

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Sales Associate

CD Plus

Jan 2004 - Jan 2006 (2 years 1 month)

• Keyholder | Maintained the proper cash balance and verified all deposits. Held responsible for banking needs and locking up. • Manager and Customer Support | Assisted in training new staff. Stocked inventory and processed returns. Increased customer satisfaction.

Sales Associate

HMV

Jan 2002 - Jan 2004 (2 years 1 month)

• Retail Duties | Received and merchandised all product shipments. Organized stock and maintained store quality. • Customer Service | Assisted customers with inquiries and purchases. Answered phone calls from customers and warehouse staff.

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